CX Strategy Manager

Kikoff
San Francisco
Workplace: OnsiteFull timeUSD 175,000 - 200,000 annuallyFunction: Strategy & Corporate DevelopmentExperience: 6-10 yearsSkills: ["Leadership","Communication","Problem-solving","Collaboration","Strategic thinking"]

Lead the strategy and systems that shape how customers experience Kikoff, owning CX automation, tooling, metrics, and cross-functional initiatives to balance customer satisfaction with cost and risk in a high-growth fintech environment.

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Kikoff
Kikoff
4 months ago

CX Strategy Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Lead the strategy and systems that shape how customers experience Kikoff, owning CX automation, tooling, metrics, and cross-functional initiatives to balance customer satisfaction with cost and risk in a high-growth fintech environment.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Sr. Manager level

Key Responsibilities

  • •Own chatbot and AI automation strategy (coverage, containment, escalation quality).
  • •Expand automation beyond chatbots, including agent-assist / copilot systems and automated servicing workflows.
  • •Own the CX tooling ecosystem (Zendesk, workflows, CSAT systems, integrations) and evolve systems architecture as the company scales.
  • •Lead development of internal tools that significantly improve team efficiency and quality.
  • •Define and own core CX metrics: contact rate (all channels), deflection, cost per contact, CSAT, and complaint volume.

Pay and Benefits

Salary: USD 175,000 - 200,000 annually

Key Requirements

  • •6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles.
  • •Proven experience owning tooling, systems, or automation in a CX or operations environment.
  • •Strong analytical foundation and experience using metrics to drive decisions.
  • •Experience owning or influencing cost, efficiency, or volume-related metrics.
  • •Experience leading complex, cross-functional initiatives and mentoring team members.
Experience:6-10 yearsCustomer experienceOperationsProduct opsConsultingFintech
Skills:LeadershipCommunicationProblem-solvingCollaborationStrategic thinking
Languages:English
Tech Stack:ZendeskAIAutomationDashboardsROI frameworks

Company Brief

Kikoff
Kikoff provides a credit-building product that helps consumers build credit history and access affordable lines of credit through a mobile-first platform and educational tools to improve financial health.
Industry: Lending
Growth: Early Stage Startup
Headquarters: San Francisco, United States
Founded: 2019
Website